Export issue with SDM 17.0

[marc.see]

We updated our SDM from 12.9 to 17.1. When list of tickets is exported, the timestamp "Open Date" is off by an hour:

   

   

 

Notice that the time is 1 hour off. This issue does not show up in the test system. I also checked the time zone for the server:

 

   

 

Where else can I check or look to fix the issue?

[Paul Coccimiglio]

marc.see 

Did you also apply Rollup Patch #1 (RU1) as part of upgrading to CA SDM 17.1?

Does your contact record have a different timezone specified under its contact details?

[marc.see]

No. I didn't know there was a Rollup Patch#1 (RU1). Where can I find out more information on that?

 

My contact record is also the same timezone

   

 

I think the fact that the test system doesn't have this issue is a head scratcher.

[Paul Coccimiglio]

marc.see 

You can download CA SDM 17.1 Rollup Patch #1 from CA Service Management Solutions & Patches - CA Technologies 

Documentation on installing RU1 can be located at CA Service Management 17.1.0.1 Release Notes - CA Service Management - 17.1 - CA Technologies Documentation 

[marc.see]

Thanks Paul! looks promising. We'll look into the documentation and discuss it internally.

[Chi Chen]

Marc, this seems to be a USRD3381 "EXTRA HOUR IS ADDED IN EXPORT WITH DST IN TIMEZONE" and it is said that the fix is in 17.1. What is the time stamp on your pdm_exporter.exe? Thanks _Chi

[marc.see]

Here's the time stamp for pdm_exporter

 

   

[Paul Coccimiglio]

marc.see 

Do you have any additional questions on this topic/thread?

[marc.see]

According to the documentation, the rollup patch requires 17.1. We're currently at 17.0 (probably by mistake since our test is 17.1). I don't see any instructions on installing 17.1. Do you know where I can find that?

 

Also, installation instructions for 17.1.0.1 does not explicitly say to shutdown the application. Can I safely assume that "rollup" means I can install 17.1.0.1 without application shutdown?

[Alexander Perretti]

Marc,

 

The info on installing 17.1 is located here:

Installing CA Service Management - CA Service Management - 17.1 - CA Technologies Documentation 

 

 

I would recommend to stop services prior to applying 17.1 or 17.1.01 as binary and other system files are being replaced.

[Paul Coccimiglio]

marc.see 

If you are running SDM 17.0, you will need to upgrade to CA SDM 17.1 first by following the instructions at

 

Upgrading to CA Service Desk Manager 17.1 - CA Service Management - 17.1 - CA Technologies Documentation 

 

Once at SDM 17.1, you can apply the RU1 patch.  The RU1 patch will stop the SDM services as part of the install process.

[marc.see]

Thanks guys!

[Paul Coccimiglio]

marc.see 

Do you have any further questions in regards to the upgrade of 17.0 to 17.1 or installing the 17.1 RU1 patch?

[marc.see]

How long does it take to upgrade from 17.0 to 17.1? Also, how long to implement 17.1 RU1 patch?

[Paul Coccimiglio]

marc.see 

The upgrade to 17.0->17.1 is similar to other SDM upgrades, however it is not as "complex".

 

In terms of time for the upgrade, there are many variables that come into play - # of servers, hardware resources, size of MDB etc.

 

The RU1 patch will not take as long but again is dependent on the # of servers and hardware resources available on each server.

 

If you have recently upgraded SDM or applied a cumulative patches, you can use the time and effort required as a baseline for the 17.1 upgrade and applying the RU1 patch.

[marc.see]

Thanks Paul!